Complaints

This profile includes complaints for GFL Environmental's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  GFL Environmental

  3301 Benson Dr Raleigh, NC 27609-7362

• 

  GFL Environmental

  3634 Conowingo Rd Street, MD 21154-1942

• 

  GFL Environmental

  1635 Antioch Church Rd Piedmont, SC 29673-9367

• 

  GFL Environmental

  604 Cannery Ln Townsend, DE 19734-9409

• 

  GFL Environmental

  3000 Highway 61 Slate River, ON P7J 0G8

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/18/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are a non-profit organization who assists our clients with trauma and mental health. GFL Environmental has missed several pickups and our recycling bin is overflowing. This issue causes our employees to do trash-pickup and use their own personal vehicles to take some of the recyclable items to a recycling center because our bins are overfilled.
  
  We consistently have this issue, and when speaking to customer service, they are rude and do not hold themselves accountable. We have been trying to contact our local office for over a week. Once you select the option to speak to an agent, the phone rings, someone picks up, but there is no sound. At this point, we simply want to end the service effective at the end of the month.

  Business Response

  Date: 11/21/2022

  ***** ******,
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any questions or concerns. Thank you.

• Initial Complaint

  Date:11/18/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From May to August 2022 GFL would miss one bi-monthly trash pickup. They would pickup later the next week. In July they waited and picked up my trash twice the same week. I placed a dispute holding half their payment. I have sent a request to have a representative contact me to speak of the issue. On Sept they block my pickup for non payment. I am up to date accept the $25 I am disputing. They had picked up ontime in Sept and Oct but now missed in Nov. All I want is the service I ordered to pay for the service I receive and not be ignored and talked down to by their customer service.

  Business Response

  Date: 11/28/2022

  Dear BBB, 

  Thank you so much for taking the time to forward this customers concerns over to us. I do see that we have previously been in contact with this customer regarding missed pick ups and a suspension for non payment. We will offer the customer a one time $25.00 credit on their account, this credit should reflect within the next 3-5 business days. A service manager did attempt to contact the customer twice last week with no response. If they would like to speak to a manager, would there be a good time and phone number to reach them? 

  Thank You 

  Customer Answer

  Date: 11/28/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I had attempted to call Todd, with GFL, three times on Saturday after he left a message but was not able to connect. I will attempt again on 11/29. 
  
  
  
  Sincerely,
  
  
  
  ******** ***

• Initial Complaint

  Date:11/18/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wrote on their Facebook page that my garbage hasn't been picked up in over 2 weeks instead of them responding or trying to help me they just blocked me.

  Business Response

  Date: 11/30/2022

  *** *******,
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any additional questions or concerns. Thank you.

• Initial Complaint

  Date:11/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have driveway damage from the GFL truck , estimate on damage is $3600.00 from paving company. I have been trying to get settlement since 7-28-22. This company is the worst I have ever seen to communicate with about this issue. Keep telling me their insurance company is investigating ? There is no email address, or CEO numbers to deal with. I understand why they are having bad reviews. I am being jerked around since July. Talked to several people at locations, they all have no definite answers, nor can I get a higher supervisor contact. Good luck anyone that hires this company. I do not use their service, but trying to get my damage resolved. After 13 contacts with this company, no answers. Worst customer service I have seen in my lifetime.

  Business Response

  Date: 11/21/2022

  Good afternoon,

  I have gotten with operations on this matter and spoke with the operations manager ******* ********* and they have had numerous calls with you since July. The insurance company has also had the claim and has reached out to you and a resolution had been done on this case. 

  Customer Answer

  Date: 11/22/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received anything from this company. I sent them a quote from a paving company for $3600.00. I have never talked to the insurance company at all. Called ******* ****** 2 times and left messages, no return calls to me.
  
  The estimator came out and looked at the driveway damage. So far I have talked to ******, *******, ***** numerous times, I cannot get any answers, all I am told is that they are working on it ? So far I have made 13 phone calls and keep getting no where.I have a copy of the estimate which I sent to *******. This has been going on since July28, 2022 in which I made the first phone call.
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 11/23/2022

  Good afternoon, 

  The insurance company will be reaching out to you if they have not already.

  Customer Answer

  Date: 11/23/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Waiting to hear from someone on a settlement.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:11/17/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WE PURCHASED 301 KOJACK CT RICHLANDS NC 28574 ON SEPT 8,2022, WE MOVED IN SEPT 23RD 2022, WE CONTACTED GFL WASTE MANAGEMENT BECAUSE THE PREVIOUS OWNERS LEFT THEIR CONTAINERS AND GARBAGE INSIDE. I CALLEDI GFL 8XS, FROM SEPT 23RD-11/15/22, THE REPS ALWAYS ADVISED THAT A REGULAR TRUCK COULDNT PICK UP THE CONTAINERS BUT THEY WOULD SEND ANOTHER TRUCK TO DO SO. ON 11/8/2022 I SPOKE TO A REP ******* AND SHE STATED THAT SHE WOULD FORWARD THE ISSUE TO HER SUPERVISOR AND THEY WILL CONTACT DISPATCH TO SEND OUT SOMEONE, NOONE CAME. ON 11/15/22 I WAS ADVISED TO TAKE OUT THAT GARBAGE THAT NOW IS 2 MONTHS IN THE HEAT, IN THEIR GFL CONTAINERS IT IS MY REPSONSIBLITY. THESE CONTAINERS ARE NOT MINE AND THEREFORE NOT MY RESPONSIBILTY. THEY HAVE TOLD ME THAT THEY WERE PICKING THEM UP SINCE SEPT 23RD , 2022 AND I STILL HAVE THESE CONTAINERS FULL ON THE SIDE OF MY HOME . I NEED THESE CONTAINERS PICKED UP SINCE THEY BELONG TO GFL.

  Business Response

  Date: 11/17/2022

  ****** ******,
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will have this removed as soon as possible. We apologize for the inconvenience. Please let us know if you have any additional questions or concerns. Thank you.

  Customer Answer

  Date: 11/18/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:11/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am truly at my wit's end with this company and this service. After months of begging them to pick up my residential trash and recycling as promised, I gave up and canceled my service. The problem is they refuse to even pick up their own bins. Their incompetence is hard to comprehend. Please help me.

  Business Response

  Date: 11/17/2022

  **** *******,
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. We will review your account and address your concerns. Please let us know if you have any additional questions or concerns. Thank you.

• Initial Complaint

  Date:11/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gfl environmental who bought out the trash service County Waste is attempting to charge for services not rendered. We canceled with the company at the end of September due to signing with a different company. The other company has been the service provider since October 1st. GFL is still attempting to charge us for October November and now December. We have tried numerous times to tell them to stop charging us for services not rendered and we are canceled only to have a service representative tell me I am not the owner of the account and I cannot cancel. Even tho repeatedly confirming we are the owner of the account his response was to block and ignore any more communication. We want the account closed. The amount for services not rendered cleared and the removal of their cans from my property.

  Business Response

  Date: 11/22/2022

  Thank you for contacting GFL. I am sorry to hear of the issue with trying to close your account . I understand your frustration and i would be happy to close the account effective October 1st . Please let me explain the process for closing the account . We are not able to take another competitors word to close your account due to the protection of our customers , as well as speak to anyone else on the account unless listed as a authorized user . I understand this can be frustrating but we try to protect our customers privacy as much as possible . I again will close out your account and any bills that are on the account from Oct 1st on please disregard as i will make the appropriate adjustments . Thank you . 

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My trash can disappeared Oct 31st. I thought maybe some kids stole it because of Halloween. I filed for a new can that night. I called two days later to follow up and I was told they were behind on new cans and it would take 7 to 10 business days. I called again after 10 days had passed and I was told a can would show up at my house on the next normal pickup day. When that didn't happen I called back a third time. I was told that I could leave up to ten trashbags on the curb for pickup. (the first time I heard this). And I was told it would be an additional two weeks of waiting. I had at that point asked a supervisor to call me back. When a supervisor reached out I was told my account was disconnected because of non payment. When I first noticed my can missing I logged into the online portal to make sure my account was paid up. It was. In fact... as of this morning Nov 16th the only portal shows my account as active. The supervisor insists my service was cancelled because of non payment and I would have to pay a fee to have service restarted. As soon as I got to a computer I logged back into the online portal. Which shows my account as still active and no past due balance and no current balance. It says my next pickup is Thursday. After that I called the local office again to just ask what the status of my account was. And the agent told me that a supervisor called me yesterday to inform me my account was cancelled due to non payment. So now I have reason to believe they are back dating comments to cover the fact they messed up my account and are possibly in violation with the country contract for garbage pickup. I have phone records and screen shots of the online portal to show my account is active and NOT past due. I now have three weeks of trash piling up in my house which is a health hazard as I'm partially disabled.

  Business Response

  Date: 11/17/2022

  ******* ********
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. After review, It was determined that your account was cancelled for non-payment. We offered to reinstate services and it was declined. Please let us know if you have any additional questions or concerns. Thank you.

  Customer Answer

  Date: 11/18/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I have provided screen shots of my account online.  My account (1) first not show my service as being cancelled and (2) my account being fully paid up and that I was paid for service through the end of November.  These were the screen shots I provided when making my initial complaint.  I was also never offered to restart my service.  I was told I would have to pay an additional fee to begin again.  I have requested a supervisor to call me back for the last two days and have received 0 response.  When I called on Thursday morning I was even told by the rep that a new can was scheduled to be delivered that day.  This of course hasn’t happened but I wonder why they are scheduling can drop offs when my account is “cancelled” according to GFL.   Again, please reference the screen shots I provided showing my account was NOT behind and paid in advance through till the end of November.  
  

  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 11/21/2022

  ******* *******,
  
  Thank you for following up with us. The container delivery was cancelled as the account was never reinstated. Please let us know if you have any additional questions or concerns. Thank you. 

  Customer Answer

  Date: 11/21/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  These are not the things your phone reps have told my multiple times.   Also.  I point out again.  In your billing portal which I have provided screen shots for...   The screen shots lists what my CURRENT services are.  Which is my normal service.  Please actually look at the the screen shots.   Not only does it show what my current services are it informs me what days my pick up is on.   Also.  When the bill was payed at the end of September (again... actually view the screenshots I have provided please) I paid for the current three month period.   Which was September, October, and November.   Again... That is IN THE SCREENSHOTS.     If my account was cancelled which it was not (LOOK AT THE SCREENSHOTS) then why was I not returned the amount I paid in advance for October and November?  

  I've been calling almost every day asking for a supervisor to call me back.  And I only every received one phone call.  This was after two weeks of calling asking for a new trash can and being told one was coming, that I just need to wait for the backlog to catchup.   After TWO weeks of calling in a supervisor called me back and this was the FIRST time I was ever told about my account being suspended, even though it wasn't behind on payments.  

  Again... and according to YOUR BILLING PORTAL (if you are not computer savvy enough to view the screenshots I'll be more than happy to fax or email them directly to you) my service is active, and paid for through the end of November.   And your examples of completely and willfully misrepresenting facts in this situation when I have the receipts to prove otherwise is nothing short of bewildering...  You have completely disregarded the proof I've provided, offered no explanation of why my bill in total was payed in September, received an entire month of service through October, and then retroactively cancelled back to Sept.  And then you lied in your previous response about being offered to restart services and I declined.  What was left out was I was offered that I could re-start service for a restart fee.  A restart fee for an account that was paid up through November, and AGAIN... ACCORDING TO YOUR OWN BILLING PORTAL...  Is still active.   

  Please explain to me why I would pay months of service in advance for an account that was cancelled?   You can't just keep saying that a red car is actually blue and expect people who have pictures to believe anything other than what they are seeing is a red car.  

  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 11/21/2022

  ******* *******,
  
  Thank you for following up with us. If you would like, we can have services reinstated. A payment will be due up front to complete this. Please let us know if you have any further questions or concerns. Thank you.

  Customer Answer

  Date: 11/21/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I would like to know how you plan to re-instate a service that doesn't show disconnected per your own records.  I would also like to know why I need to pay MORE for services I haven't even received yet, though its already been paid for.  Per your own records.    You owe ME money for not completing the services which I paid for in advance.  You have not addressed ANY of my concerns.   You have not responded to ANY of the evidence I have provided.  You have not acknowledged one truthful fact that I am paid up through November.  Three weeks of unsanitary conditions means I'm filing a federal complaint of discrimination against GFL Environmental under the guidelines as detailed in the Americans with Disabilities Act.   If the next communication isn't an offer of a refund for the service I have already paid for in advance, but did NOT receive.  I will also be advancing this to small claims court.  My sister is not only a judge here in ******* she's a law professor.   I have all the free legal advice I could want in this matter.    Who in their right mind would want to continue doing a business that cancels your PAID account before the current terms of service has expired.  Who would want to continue to do business with a company that says you have to pay a fee to restart service, on a service that was already paid for.   Viewing the mass number of complaints against GFL and their treatment of their customer base I've already scheduled a meeting with my local county council member about regulating who can provide services in ******** and authoring a consumer bill of rights against predatory practices.   I also have a call back scheduled with ***** ****** to potentially discuss this issue on the air.  They wanted a copy of my last bill and my screen shots to confirm the story of cancelling a paid account and asking that I pay more to start services I haven't even received yet.  

  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 11/21/2022

  ******* *******,
  
  Thank you for following up with us. Invoices from February, May, and August all went unpaid. The account was cancelled for non-payment. The payment on 9/28 brought the account current, but did not automatically restore services since it had already been cancelled for non-payment. We have offered to reinstate services and an additional payment would be due. This was declined. Please let us know if you have any further questions or concerns. Thank you. 

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a customer of PDC for 10+ years. This summer I canceled service, since PDC service became extremely unreliable. They would often miss pickups. After I canceled the service, in August, I was told that the empty garbage bin would be picked up within a few weeks. It's been several months, and I called the company repeatedly. Each time they ensured me that the empty bin would be picked up very soon. It's been 3.5 months now - the bin is sitting in my driveway, taking space and upsetting the neighbors.
  
  My bill has been paid in full.
  
  They need to pick up the bin.

  Business Response

  Date: 11/17/2022

  Hello, sorry for the inconvenience.  We will be removing this today.  

• Initial Complaint

  Date:11/15/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $130.64 for weekly curbside trash service in ********* MO from 11/1/22 to 1/31/22.
  
  For the month of November through 11/15/22 I have not had trash picked up at my home. I contacted the company on 11/8/2022 to inform them my trash had not been picked up. The person I spoke to told me that someone would be at my home 11/9/22 to pick it up. I also let them know that our trash had not been picked up on 11/1/22 either. She told me there was a substitute driver both weeks. On 11/9/22 my trash was not picked up. I called on 11/10/22 in the morning and was told they had 48 hours after you inform the company to pick up the trash. I asked about a credit and was told since I did not call 11/2/22 about the 11/1/22 miss, there is no credit. On 11/10/22 my trash was still not picked up. I contacted the company to cancel my service but left my trash out. On 11/11/22 the trash was still outside and not picked up. I called on 11/15/22 to follow up on my cancellation request and was told it was scheduled to be cancelled but not until 11/30/22 because they can only cancel at the end of a month. I replied that no service was received for the month as of yet so I would like a credit for the missed weeks, I was told again they will not give a credit. I would get a refund from 12/1/22-1/31/23. I asked for a corporate number and was told that they would just send me to them, the person I spoke with was *******. The cancellation at the end of the month is an attempt to keep the money for November without service. I paid for something and got nothing. I would appreciate a refund for the full service period.
  **** *****

  Business Response

  Date: 11/16/2022

  **** ******
  
  Thank you for taking the time to reach out to us. We're sorry to hear about your experience. The account is set to close on 11/30/22. A refund will be processed shortly after that. Please let us know if you have any additional questions or concerns. Thank you.